7
innovations to reinvent phone customer service
According to a 2007 Forrester study of business
and IT executives, 57% of survey respondents
thought that their company’s phone customer
service was average, below average or poor.
Today, innovations across technology, process,
and people in this area have re-configured
the economics and flexibility of phone-based
customer service.
As most companies struggle to find ways to
provide superior customer service experiences,
a savvy few are already grabbing the “low-hanging
fruit” that has been there for the taking—the
clunky old phone channel! By innovating in
the phone arena, while integrating with other
channels, these companies are enhancing brand
loyalty, extending their competitive advantage,
and reaping operational benefits.
This paper discusses seven such innovations—some
incremental and some rule-changing—that
you can leverage to get your phone customer
service to new levels and drive business growth.
Contact Center and Web Customer Experience
Megatrends and Next Practices: 2011 Update
Megatrends are not fads; they won’t go
away after a while. The trick is to embrace
change and stay ahead of these trends instead
of getting swept away. As mobility, online
communities and social networks collide with
globalization, contact centers and web customer
experience organizations find themselves in
the eye of the storm. They are buffeted by
powerful winds of change, increased expectations
from CxO’s, and the imperative to build
competitive advantage through superior customer
experience.
This white paper discusses the eight megatrends
transforming these organizations today, and
best practices to make the most of the unique
opportunities each megatrend presents.
8 Traits of IT-Friendly Contact Center
and Web Customer Service Software
Contact centers and ebusiness operations want
their IT departments to take charge. Besieged
by a whole slew of technology trends that
won’t go away, contact centers need IT
to respond, to draw up and deliver on a smart
master plan that includes WEB 2.0, cloud computing,
virtualization, going mobile, going green,
going social, right-shoring, etc. An indecisive
IT organization could slow down the organization,
maybe even bring its survival into question.
But IT departments are naturally cautious
and inclined to move slowly. Reacting to
new trends or leading in times of change
is just not their style. The
only way out of this impasse is for IT to
reduce the risk of quick decisions by seeking
out technology they can trust, technology
with IT-friendly traits. In this
white paper, we discuss eight IT-friendly
software traits that minimize risk, maximize
ROI, and encourage innovation. Although
the focus is on contact center and web customer
service software, the discussion is broad
enough to be a valuable guide for any technology
investment.
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